End User Support Specialist for (Zain sd)
Kuwaiti Sudanese Holding Company
Total years of experience :11 years, 0 Months
* Perform server administration tasks (ex: user/group, security permissions, group policies, print services); research event-log warnings and errors; and monitor resources to ensure that systems architecture components work together seamlessly.
* Monitor data-center health using existing management tools, and respond to hardware issues as they arise; help build, test, and maintain new servers when needed.
* Maintain internal infrastructure requirements, including laptop and desktop computers, servers, routers, switches, firewalls, printers, phones, security updates; support internet, intranet, LANs, WANs, and network segments.
* Assist the help desk and other teams with troubleshooting to identify root cause, and provide technical support when needed.
* Perform routine and scheduled audits of all systems, including backups
· Respond to tech inquiries via email, through online chats, over the phone, or in person.
· Inform customers about IT products and services.
· Walk customers step-by-step through the problem-solving process.
· Help with troubleshooting hardware and software.
· Follow up with customers to ensure satisfactory service.
· Communicate customer feedback to the appropriate internal team members.
* Responding in a timely manner to service issues and requests.
* Setting up accounts for new users.
* Repairing and replacing equipment as necessary.
* Testing new technology.
* Possibly training more junior staff members.
• Handling customer technical support cases through phone and email submission
• Updating the company website with tech tips and brief documents
• Evaluating system potential through assessing compatibility of new programs with existing programs
• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintaining system functionality by testing computer components
• Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action
• Maintain client confidence by keeping their information confidential
• Preparing reference material for users by drafting operation instructions
* Plans, organizes, maintains, and manages the processes and operations of an assigned functional area.
* Supervises the activities of assigned functional area to include: planning, implementing, administering and evaluating projects and services impacting .
* College operations from a technology services perspective.
* Collects and analyzes a variety of complex data and information. Performs analysis and summarizes findings in applicable reports or other communication mediums.
* Participates in the development of processes to track assets, manage and coordinate inventory, and/or performs other related activities.
* Works closely with vendor companies and other colleges and universities.
* Maintains vendor partnerships.
* Acts as a resource to other departments within the college in order to provide information on available resources, programs, and/or services.
Information Systems
Computer Mantainace
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